뷰티서비스업체의 불평처리서비스와 고객충성도 간의 관계

• 영문명: A Study of the Relationship Between Customer Complaint Management and Customer Loyalty in Beauty Salons
• 발행기관: 한국인체미용예술학회
• 저자명: 김윤(Kim-Yun)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제16권 제3호, 199~213쪽, 전체 15쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2015.09.20

영문 초록

The purposes of this study were to verify the ways in which customer complaints are managed and their effects on customer satisfaction as well as to examine the relationship between customer complaint management and customer loyalty. To achieve the purposes, a questionnaire was conducted with 398 beauty shop employees. Data were analyzed using SPSS 18.0. The results of this study were summarized as follow: First, customer complaint management was related positively to customer satisfaction. Second, customer satisfaction was related positively to consumer loyalty. Third, customer complaint management indirectly affected the intent to revisit through customer satisfaction. Fourth, customer complaint management indirectly affected word-of-mouth effects through customer satisfaction.

목차

I. 서 론

Ⅱ.이론적 배경

Ⅲ. 연구방법 및 절차

IV. 연구결과

V. 결론 및 제언

키워드

customer complaint management(고객불평처리) customer satisfaction(고객만족) customer loyalty(고객충성도) beauty service(뷰티서비스)